Paylution will create a Paylution account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

If you have been notified by Paylution that your first payment has been sent but have not received an activation email, click here.

If you have any questions about creating a Payment Portal, please visit Paylution Help Center or contact Paylution for support.

1. Log in to your Pay Portal.
2. Click Settings > Profile
3. Make the changes.
4. Click Save

If you are unable to update your information, please contact Paylution directly.

Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
5. For currency and threshold settings, click More Options
6. Click Confirm

1. Click on Transfer from the menu.
2. Under Action click on Update Auto Transfer for the specific account.
3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.

If your organization allows it, you can transfer your Pay Portal balance to any bank account in your country.

To register a new bank account:

1. Log in to your Pay Portal.
2. Click Transfer > Add New Transfer Method
3. Select the country and currency of the bank account that the funds will be transferred to.
4. Click Bank Account > Continue
5. Enter your account details including a nickname for the transfer method in the “Remember As” field (for example, “My Savings”). Click Continue
6. Carefully verify that your bank information is correct, as incorrect information may cause significant delays to your transfer.
7. Click Confirm

To transfer funds to a bank account that has already been registered on your Pay Portal:

1. Click Transfer > Action > Transfer to Bank Account
2. Select an option on the “From” dropdown panel.
3. Enter the amount you would like to transfer and add a personal note (optional). Click Continue
4. Review your transfer details.
5. Click Confirm

Please allow 1 - 3 business days for the funds to be credited to a bank account in North America or Europe and up to 5 business days for other destinations.

The best way to confirm that you have entered your banking information correctly is to refer to the numbers on the bottom of your check.

In Canada and the United States, your account information would be displayed as shown on the sample checks below:

Canadian Accounts:

American Accounts:

For all other regions, please refer either to your bank statement or contact your financial institution to confirm your banking information.

 

1. Log in to your Pay Portal.
2. Click Settings > Security
3. Enter your existing password.
4. Enter and confirm a new unique password.
5. Click Update Password

Note: Passwords must contain 6-15 characters and cannot be reused.

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Update
4. Update your account information.
5. Click Continue
6. Review your profile information and make updates if required.
7. Click Confirm

While your payment is being processed it goes through a number of different stages. These stages are identified and noted to keep you apprised of your funds and when you can expect to receive them.

The payment identifier is a record of the transaction. This identifier can be referenced while contacting a member of our support team.

You can only see the display name (friendly name) for the destination account. The full account number is not displayed for your protection and security. You can view details on the destination account by logging into the Pay Portal.

As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.

While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system the processing times for the receiving bank and any intermediary financial institutions involved can vary between institutions as well as country.

If you have initiated different transfers from your Pay Portal, you would then receive separate cash out notifications.

Once the destination has been set for a payment or a cash out that is currently being processed, it cannot be changed. Although you can update the payout destination account for future payments. To update your payout method information:

1. Log into your Pay Portal.
2. Select Transfer from the menu.
3. Under Action, select Updatefor the selected payout method.
4. Update the information.
5. Click Confirm.

The amount transferred from your Pay Portal will be deducted along with a transfer fee if applicable. For cases of wire transfers: The recipient bank may impose processing fees which will be deducted from your balance.

Please refer to the Support tab at the top of the page for support hours and contact information.

Please note we do NOT keep a record of your password!

If you have forgotten your password, you may reset it by following these steps:

1. Click on Forgot Your Password? or Resend Activation Email.
2. Enter your email address registered with the Pay Portal.
3. Wait for a password reset email.
4. Click on the password reset link in the email.
5. Enter the answers to your security questions (answers are case sensitive).
6. Enter a new password you have not previously used.
7. Confirm the new password.
8. Click on Submit.

Click here if you have forgotten your password

 

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

How can I obtain a Prepaid Card?

If the Prepaid Card option is available for your program and your country, you will see a “Request Card” icon on the left-hand side of your Pay Portal. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. If a Card Activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Obtaining Your Card: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also ask to see your proof of identification and proof of address.

How long does it take for the card to arrive after I request it?

Depending on your location, please allow the following delivery times to receive your Prepaid Card after your request has been approved.

USA: up to 15 business days
Canada: up to 15 business days
Europe: up to 15 business days

Rest of World:
Standard - up to 6 weeks
Expedited - up to 3 weeks

What should I do if the card doesn't arrive within the normal delivery timeframe?

If you do not receive your card within the delivery times listed above, please contact Customer Support .

What are the benefits of using a Prepaid Card?

• Load your card instantly using your commission payments.
• Shop at any merchant bearing the Acceptance Mark displayed on your card front or back - in-store, online, or by phone.
• Withdraw cash at more than 1 million Automated Teller Machines (ATMs) worldwide. Please refer to your Cardholder Agreement for applicable fees.
• View your card balance and statement online or from your mobile phone.

Do I need to activate this card? How?

Once you receive your card in the mail, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation or you may activate online at https://www.paylution.com Please log in to your account online, click on the “Activate Card" link, and follow the on-screen instructions. You will not be able to use your card until you have activated your card by accepting the Cardholder Agreement.
*Please note that telephone calls can be subject to international long distance rates.

How many cards can be attached per Pay Portal?

If stated in your Cardholder Agreement, the Pay Portal may have one primary cardholder and one secondary cardholder. Both cardholders access the same card balance.

Can the card be in the name of my business?

Prepaid cards may be issued in the name of an individual only.

How will I get my card’s Personal Identification Number (PIN) code?

You will be provided or prompted to select your personal card PIN during the card activation process.

How can I get money onto the card?

Once you have activated your card, you can move money from your online Pay Portal balance onto the Prepaid Card by clicking on “Prepaid Card” in your Pay Portal menu, then selecting “Load Prepaid Card” from the Prepaid Card dashboard. Funds transferred in this way will be available to use on your card immediately.

Where can I use the card?

Dependent on your card type, you can use your Prepaid Card to make purchases from any merchant bearing the Acceptance Mark displayed on your card, including online (except for online gambling merchants).

Please note that some merchants such as gas stations or rental car agencies may have a policy to not accept Prepaid Cards. This is a merchant-specific policy.

How can I obtain my card balance?

There are four ways you can check your card balance:

• By logging into your online Pay Portal and viewing your card balance.

• Using your smartphone, by accessing your Pay Portal via the mobile site www.Paylution.com/smart. Or, find and download the Paylution mobile app from iTunes or Google play!

• By calling the number listed on the back of your card and selecting the option to obtain your card balance.

• By consulting an ATM.

How long does it take for my transaction history to update with my card transactions?

Your Pay Portal transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away.

Can I use the card to withdraw cash at an ATM? If so, which symbols should I look for on the ATM?

You can use your Prepaid Card to make cash withdrawals at any ATM bearing the Acceptance Mark displayed on your card front or back. Please refer to your Cardholder Agreement to view your withdrawal limits and applicable fees.

Can I use the card outside of the country?

Yes, your Prepaid Card can be used internationally. If you make a purchase or withdrawal in a currency other than the currency in which your card was issued, the Issuer may assess a foreign currency conversion fee of 3% of the transaction amount. Please refer to your Cardholder Agreement for applicable fees

Can I make transfers to my card and/or view card transactions on the mobile application?

Yes, you can view the load to your card and view your card balance and history by logging into your account on your mobile application.

What is the maximum balance my card can carry?

Your maximum balance is determined by your card type. Please refer to your Cardholder Agreement for your maximum balance.

What limits is my card subject to?

Your Prepaid Card is subject to transaction limits as defined in your Cardholder Agreement under Fee Schedule and Using The Card/Features.

What should I do if I forget my PIN?

If you forget your PIN, you can reset it using the Reset Pin feature found in your online Pay Portal under the Home Tab.

1. Log in you Pay Portal.
2. In the Home tab go to my My Cards.
3. Click the Action button.
4. Click the Reset Pin option.

What should I do if my Prepaid Card is lost or stolen?

If your card is lost or stolen, please immediately call and report it to the number shown here, any time of day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you.

What do I do if I don't recognize the merchant listed on my statement?

Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.

What is a Prepaid Card dispute?

If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt.

What happens after I submit my dispute?

After we confirm your dispute claim, we may need to contact the merchant and their bank regarding the disputed transaction. In some cases, we may contact you again via Mail if we need more information. We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement. If you provide this information orally, we may require that you send the details listed above in writing within sixty (60) calendar days after we posted the transaction(s) you are questioning. You agree to cooperate fully with our investigation and to provide any additional information or documentation we may need for the claim. Please refer to your Cardholder Agreement for more detailed information.

What should I do before I submit a Prepaid Card dispute?

A quick call to the merchant can often answer your questions and easily resolve your prepaid card dispute. However, if this is not resolved, you may want to submit a dispute.

How do I submit a prepaid card dispute?

Please note the issuer of your prepaid card. You will find the card issuer displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

All Trans Financial Services Visa Prepaid Card

Bancorp Visa Prepaid Card

Pathward Visa Prepaid Card

Transact Payments Limited Prepaid MasterCard

Valitor hf. Visa Prepaid Card

Disputes are subject to time limits in which the investigation may take up to one hundred and twenty (120) days from the transaction settlement date.

You must contact us no later than sixty (60) days after we posted the transaction(s) to the Card Account.

How long will it take to be reimbursed for unauthorized charges?

Up to one hundred and twenty days (120) from the transaction settlement date.

When you swipe or insert your prepaid card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD or more on your card prior to you filling up.

The actual amount purchased will be processed on the card at a later time, but the initial hold may last for up to 8 days before being released. While the hold is in effect the funds will be unavailable for you to use.

When the transaction settles, you will only be charged for the amount of gas purchased.

To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:

• Hotels and cruise lines (up to 30 days)
• Vehicle rental agencies (up to 60 days)
• Financial institutions (up to 10 days)

In some cases, the merchant may be able to make an exception and release the pre-authorized hold earlier than the maximum allowed hold time.

Why is a transaction still outstanding?

If you notice a transaction under the status “outstanding purchase”, the merchant has not yet cleared the transaction. Transactions are usually cleared by the merchant shortly after the purchase was made.

However, some merchants such as gas stations, hotels, or cruise lines for example may pre-authorize a larger amount than the initial purchase and keep a hold on the funds for a longer time. These transactions will remain “outstanding purchases” until the merchant releases the funds and clears the transactions.

Can I dispute an outstanding purchase?

Please note that you will not be able to dispute a transaction if the status is still “outstanding purchase”. However, the merchant should be able to release the funds early. In order to have the funds released, please refer to section below.

How to release Pre-Authorised transaction?

If you would like to have the funds released earlier than the usual time frame, please follow the instructions below:

The merchant will need to fax a pre-authorisation release letter to hyperWALLET Systems Inc. at +1 604 482-0091.

The signed and dated letter will need to be sent directly from the merchant and will also need to be on company letterhead. The following information must be included for the authorisation to be released:

• Customer’s Name
• Customer’s card # (first 6 and last four digits only)
• Date of authorization
• Authorization Amount in original currency
• Authorization Code
• Merchant ID

If the pending authorization is from a car rental, the merchant will also need to supply a copy of the closed contract (showing that the car has been returned).

If the pending authorization is from a hotel, the merchant will also need to supply a copy of the closed folio (showing check in/check out).

1. Enter your Username and Password on the login page.
2. Click Sign In

If you're unable to access your Pay Portal and are receiving an "Error 104" message, use this link to obtain your IP address then contact us for assistance.

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open.
    3. Tap on a tab to view the 20 most recent transactions.

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

No. Currently you can only update your portal profile using the Paylution Pay Portal site. However, you can view a read-only instance of your portal profile from Settings > Account Profile

    1. Tap on the Menu icon in the top-left corner.
    2. Tap Transfer. The Transfer screen will open.
    3. Select the portal, external account or card that will be involved in the transfer.
    4. Select from the available transfer options.
    5. Specify the Amount to transfer. You can select Total Balance to transfer the total balance instead.
    6. Optional: add a Note for the transfer.
    7. Tap Next.
    8. On the Confirm screen, tap Confirm.
    9. The Receipt screen will show a receipt for the transfer. Tap Close to return to the Overview screen.

No. The app only works with existing accounts that you have created using the website.

The PassWallet/Passbook command from the app's menu lets you create a "pass" for a card balance synchronized with the Paylution Pay Portal server. You can then look up the card to see your current balance for the card in the default Passbook app for iOS devices, or the 3rd-party PassWallet app for Android devices.

To create a pass: 

1. Tap on the Menu icon in the top-left corner.
2. Tap PassWallet if you are using an Android device, or Passbook if you are using an iOS device. The PassWallet or Passbook screen will open.
3. Select the card you wish to create a pass for. On Android devices, this will create the pass. On iOS devices, tap on Create Pass to create it.

Go to Settings > Notification and select/deselect Enable Notification as intended.

Please note: Push notifications must be enabled at the configuration level by the Program Operator for this feature to work.

How can I re-enable push notifications?

iOS users who have previously disabled push notifications and wish to re-enable them must do the following:

    1. Open the default iOS Settings app.
    2. Tap on Notification Center.
    3. Browse to the hyperwallet mobile app under "DO NOT INCLUDE" and tap on it.
    4. In the following screen tap on the intended ALERT STYLE (Banners or Alerts).
    5. Optional: select Show in Notification Center to view alerts in the iOS notification center.
    6. Optional: select Show on Lock Screen to view alerts on the iOS lock screen.
    7. Exit the iOS Settings app.
*Charges from your wireless provider may apply.

Currently the following languages are supported by the app – English, French, German and Spanish. If your device's current language is one of the four supported languages, the appropriate one will be automatically selected, else English will be used.